On the 16th, the China Consumers Association announced the acceptance of complaints by the National Consumers Association in the third quarter of 2018. According to statistics, in the third quarter of 2018, the National Consumers Association received a total of 1987,75 consumer complaints, 143,118 cases resolved, and the complaint resolution rate was 72. %.
According to the analysis of the nature of complaints, among all complaints, 58189 were after-sales service complaints, accounting for 29.27% of the total problems, 50704 quality complaints, accounting for 25.51% of the total complaints, and 40,939 contract complaints, accounting for 20.60%, false publicity complaints. 15954, accounting for 8.03%, 7888 complaints, accounting for 3.97%, 6573 for counterfeiting complaints, 3.31% for complaints, 6492 for security complaints, 3.27% for personal complaints, and 1906 for personal dignity, accounting for 0.96%. There were 1372 complaints, accounting for 0.69%, and other 8758 complaints, accounting for 4.41%. After-sales service issues, product quality issues and contract issues are still the main causes of complaints, accounting for more than 75% of the total complaints.
Image source: China Consumers Association website
According to the data of China Consumers Association, in the third quarter, China Consumers Association accepted a total of 97,131 complaints about commodities, including 29,194 household electronic appliances, accounting for 30.06% of the total number of complaints, ranking first in commodity complaints; There were 15397 complaints, accounting for 15.85% of the total number of commodity complaints, ranking second in commodity complaints; the number of complaints in transportation, clothing, shoes, hats and foods ranked third to fifth respectively.
Among the service complaints, there were 24,195 complaints about life social services, accounting for 25.65% of the total number of service complaints, ranking first in service complaints, and 20,834 sales services, accounting for 22.09% of service complaints. The second place was complaints, 13,501 Internet services, 14.31% of service complaints, third place in service complaints, telecommunications services, cultural (including entertainment, sports) services ranked fourth to fifth respectively.
In recent years, the scale of China's consumer electronics market has continued to expand, but the service market that accompanied it has not increased significantly. Industry insiders said that during the period of 'three guarantees', consumers enjoy free maintenance, that is, maintenance costs are The manufacturers themselves bear the burden of complaints at this stage. However, outside the 'Three Guarantees' period, authorized service providers charge consumers directly. Because of the opacity and asymmetry of information, consumers are easily charged more. Now consumers The awareness of rights protection is constantly improving, and the number of complaints will increase.